odoo-forge-bundle 0.1.0

package/payload/skills/odoo18-docs/references/docs/applications/services/helpdesk/overview/receiving_tickets.md

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+---
+title: "Receiving tickets"
+source_url: "https://docs.odoo.sbggai.top/applications/services/helpdesk/overview/receiving_tickets.html"
+---
+
+=================
+# Receiving tickets
+
+Odoo's **Helpdesk** app offers multiple channels where customers can reach out for assistance, such
+as email, live chat, and through a website's submission form. The variety of these contact options
+provides customers with multiple opportunities to receive support quickly while also allowing the
+support team to manage multi-channel support tickets from one central location.
+
+# Enable channel options to submit tickets
+
+Go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and choose an existing
+team, or click :guilabel:`New` to :doc:`create a new team <../../helpdesk>`.
+
+On the team's settings page, scroll down to the :guilabel:`Channels` and :guilabel:`Help Center`
+sections. Enable one or more channels by checking the respective boxes.
+
+- :ref:`Email Alias <helpdesk/receiving_tickets/email-alias>`
+- :ref:`Live Chat <helpdesk/receiving_tickets/live-chat>`
+- :ref:`Website Form <helpdesk/receiving_tickets/website-form>`
+
+.. _helpdesk/receiving_tickets/email-alias:
+
+## Email Alias
+
+The *Email Alias* setting creates tickets from messages sent to that team's specified email alias.
+
+> **important**:
+>    The following steps are for **Odoo Online** and **Odoo.sh** databases. For **On-premise**
+   databases, external servers are required for email aliases.
+
+When a new **Helpdesk** team is created, an email alias is created for it. This alias can be changed
+on the team's settings page.
+
+To change a **Helpdesk** team's email alias, navigate to :menuselection:`Helpdesk app -->
+Configuration --> Helpdesk Teams`, and click on a team name to open its settings page.
+
+Then, scroll to :menuselection:`Channels --> Email Alias`. In the :guilabel:`Alias` field, type the
+desired name for the team's email alias.
+
+.. image:: receiving_tickets/receiving-tickets-email-alias.png
+   :alt: View of the settings page of a Helpdesk team emphasizing the email alias feature in Odoo
+         Helpdesk.
+
+> **note**:
+>    Custom email domains are **not** required in order to use an email alias, however, they can be
+   configured through the **Settings** app.
+
+   If the database does not have a custom domain already configured, click :guilabel:`Set an Alias
+   Domain` to be redirected to the :guilabel:`Settings` page. From there, enable :guilabel:`Custom
+   Email Servers`.
+
+When an email is received, the subject line becomes the title of a new **Helpdesk** ticket. The body
+of the email is also added to the ticket, under the :guilabel:`Description` tab, and in the ticket's
+chatter.
+
+.. _helpdesk/receiving_tickets/live-chat:
+
+## Live Chat
+
+The **Live Chat** feature lets website visitors connect directly with a support agent or chatbot.
+**Helpdesk** tickets can be instantly created during these conversations using the :doc:`response
+command </applications/websites/livechat/responses>` `/ticket`.
+
+To enable **Live Chat**, navigate to the :menuselection:`Helpdesk app --> Configuration --> Helpdesk
+Teams` list view, select a team, and on the team's settings page, click the checkbox next to
+:guilabel:`Live Chat`, under the :guilabel:`Channels` section.
+
+> **note**:
+>    If this is the first time :doc:`Live Chat </applications/websites/livechat>` has been enabled on
+   the database, the page may need to be saved manually and refreshed before any further steps can
+   be taken.
+
+After the :guilabel:`Live Chat` setting is enabled on a **Helpdesk** team, a new **Live Chat**
+channel is created. Click on :guilabel:`Configure Live Chat Channel` to update the channel's
+settings.
+
+### Live Chat channel configuration
+
+On the channel's settings page, :guilabel:`Channel Name` can be edited, though, Odoo names the
+channel to match the **Helpdesk** team name, by default.
+
+.. example::
+   If a **Helpdesk** team is named `Customer Care`, a **Live Chat** channel is created called
+   `Customer Care`.
+
+   .. image:: receiving_tickets/receiving-tickets-live-chat-new-channel.png
+      :alt: View of the Kanban cards for the available Live Chat channels.
+
+On the channel form, navigate through the tabs to complete the setup.
+
+Operators tab
+*************
+
+*Operators* are the users who act as agents and respond to live chat requests from customers. The
+user who created the live chat channel is added by default.
+
+To add additional users, click on the :guilabel:`Operators` tab, then click :guilabel:`Add`.
+
+Click the checkbox next to the users to be added on the :guilabel:`Add: Operators` pop-up window
+that appears, then click :guilabel:`Select`.
+
+Click :guilabel:`New` to create new operators, if needed.
+
+When the desired addition is complete, click :guilabel:`Save & Close`, or :guilabel:`Save & New` to
+add multiple new operators.
+
+.. danger::
+   Creating a new user can impact the status of an Odoo subscription, as the total number of users
+   in a database counts towards the billing rate. Proceed with caution before creating a new user.
+   If a user already exists, adding them as an operator will **not** alter the subscription or
+   billing rate for a database.
+
+Additionally, current operators can be edited or removed by clicking on their respective boxes in
+the :guilabel:`Operators` tab, and then adjusting their form values on the pop-up form that appears,
+or by using one of the buttons located at the bottom of the form, such as :guilabel:`Remove`.
+
+> **tip**:
+>    Users can add themselves as an operator by clicking the :guilabel:`Join Channel` button on a
+   **Live Chat** channel.
+
+   .. image:: receiving_tickets/receiving-tickets-join-live-chat.png
+      :alt: View of a live chat channel Kanban card with the join button emphasized.
+
+Options tab
+***********
+
+The :guilabel:`Options` tab contains the visual and text settings for the live chat window.
+
+.. image:: receiving_tickets/receiving-tickets-options-tab.png
+   :alt: View of the options tab of a Live Chat channel's settings.
+
+- :guilabel:`Notification Text`: This field updates the greeting displayed in the text bubble when
+  the live chat button appears on the website.
+
+- :guilabel:`Livechat Button Color`: This field alters the color of the live chat button as it
+  appears on the website. To change the color, click on a color bubble to open the color selection
+  window, then click and drag the circle along the color gradient. Click out of the selection window
+  once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the
+  default selection.
+
+- :guilabel:`Show`: The chat button displays on the selected page.
+- :guilabel:`Show with notification`: The chat button is displayed, with the addition of the
+  :guilabel:`Notification text` from the :guilabel:`Options` tab.
+- :guilabel:`Open automatically`: The chat button is displayed, and automatically opens the chat
+  window after a designated amount of time. The amount of time is designated in the :guilabel:`Open
+  automatically timer` field, which appears only when this display option is selected.
+- :guilabel:`Hide`: The chat button is hidden from display on the webpage.
+
+> **tip**:
+>    Color selection, for the button or header, can be made manually, or through RGB, HSL, or HEX code
+   selection. Different options are available, depending on the operating system or browser.
+
+Channel Rules tab
+*****************
+
+The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic
+of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit).
+
+> **tip**:
+>    A regex, or regular expression, is sometimes referred to as a rational expression. It is a
+   sequence of characters that specifies a match pattern in text. A match is made within the given
+   range of numbers or for the set of characters.
+
+Edit existing rules by selecting them from the :guilabel:`Channel Rules` tab, or create a new rule
+by clicking :guilabel:`Add a line`.
+
+Then, proceed to configure the details for how the rule should apply on the pop-up form that
+appears.
+
+Choose how the *Live Chat Button* displays on the webpage.
+
+- :guilabel:`Show`: The chat button displays on the selected page.
+
+- :guilabel:`Show with notification`: The chat button is displayed, with the addition of the
+  :guilabel:`Notification text` from the :guilabel:`Options` tab.
+
+- :guilabel:`Open automatically`: The chat button is displayed, and automatically opens the chat
+  window after a designated amount of time. The amount of time is designated in the :guilabel:`Open
+  automatically timer` field, which appears only when this display option is selected.
+
+- :guilabel:`Hide`: The chat button is hidden from display on the webpage.
+
+To include a :guilabel:`Chatbot` on this channel, select it from the drop-down menu. If the chatbot
+should only be active when no operators are available, check the box labeled :guilabel:`Enabled only
+if no operator`.
+
+> **note**:
+>    If a :doc:`chatbot </applications/websites/livechat/chatbots>` is added to a live chat channel, a
+   new :guilabel:`Chatbots` smart button appears on the channel settings form. Click here to create
+   and update the chatbot *script*.
+
+   Each line in the script contains a :guilabel:`Message`, :guilabel:`Step Type`,
+   :guilabel:`Answers`, and conditional *Only If* logic that applies when certain pre-filled answers
+   are chosen.
+
+   To create more steps in the script, click :guilabel:`Add a line`, and fill out the script steps
+   form, according to the desired logic.
+
+Add the URLs for the pages where the channel should appear in the :guilabel:`URL Regex` field. Only
+the path from the root domain is needed, not the full URL.
+
+If this channel should only be available to users in specific countries, add those countries to the
+:guilabel:`Country` field. If this field is left blank, the channel is available to all site
+visitors.
+
+.. image:: receiving_tickets/receiving-tickets-channel-rules.png
+   :alt: View of the Kanban cards for the available Live Chat channels.
+
+Widget tab
+**********
+
+The :guilabel:`Widget` tab on the live chat channel form offers a website widget that can be added
+to third-party websites. Additionally, a URL is available, that can provide instant access to a live
+chat window.
+
+The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to
+the :menuselection:`Website app --> Configuration --> Settings --> Email & Marketing`. Then, scroll
+to the :guilabel:`Live Chat` field, and select the channel to add to the site. Click
+:guilabel:`Save` to apply.
+
+To add the widget to a website created on a third-party website, click the :guilabel:`Copy` button
+next to the first listed code, and paste the code into the `<head>` tag on the site.
+
+To send a live chat session to a customer or supplier, click the :guilabel:`Copy` button next to the
+second listed code, and send the URL via email.
+
+### Create a support ticket from a live chat session
+
+Operators who have joined a live chat channel are able to communicate with site visitors in
+real-time.
+
+During the conversation, an operator can use the shortcut :doc:`command
+</applications/websites/livechat/responses>` `/ticket` to create a ticket without leaving the chat
+window. The transcript from the conversation is added to the new ticket, under the
+:guilabel:`Description` tab.
+
+> **tip**:
+>    **Helpdesk** tickets can also be created through the :doc:`WhatsApp
+   </applications/productivity/whatsapp>` app using the same `/ticket` command.
+
+.. _helpdesk/receiving_tickets/website-form:
+
+## Website Form
+
+Enabling the *Website Form* setting adds a new page to the website with a customizable form. A new
+ticket is created once the required form fields are filled out and submitted.
+
+To activate the website form, navigate to a team's settings page under :menuselection:`Helpdesk app
+--> Configuration --> Helpdesk Teams`, and selecting the desired team from the list.
+
+Then, locate the :guilabel:`Website Form` feature, under the :guilabel:`Help Center` section, and
+check the box.
+
+If more than one website is active on the database, confirm the correct website is listed in the
+:guilabel:`Website` field. If not, select the correct one from the drop-down list.
+
+After the feature is activated, click the :guilabel:`Go to Website` smart button at the top of the
+:guilabel:`Teams` settings page to view and edit the new website form, which is created
+automatically by Odoo.
+
+> **note**:
+>    After enabling the :guilabel:`Website Form` setting, the team's settings page may need to be
+   refreshed before the :guilabel:`Go to Website` smart button appears.
+
+   Additionally, if a *Help Center* is published, the smart button navigates there first. Simply
+   click the :guilabel:`Contact Us` button, at the bottom of the forum, to navigate to the ticket
+   submission form.
+
+.. image:: receiving_tickets/receiving-tickets-go-to-website.png
+   :alt: View of the settings page of a helpdesk team emphasizing the Go to Website button in
+         Odoo Helpdesk.
+
+### Website ticket form customization
+
+To customize the default ticket submission form, while on the website, click the :guilabel:`Edit`
+button in the upper-right corner of the page. This opens the editing sidebar on the right side.
+Then, click on one of the fields in the form, on the body of the website, to edit it.
+
+To add a new field, go to the :guilabel:`Field` section of the sidebar, and click :guilabel:`+
+Field`.
+
+Click the :guilabel:`🗑️ (trash can)` icon to delete the field, if necessary.
+
+Edit the other options for the new field in the sidebar, as desired:
+
+- :guilabel:`Type`: matches an Odoo model value to the field (e.g. `Customer Name`).
+- :guilabel:`Input Type`: determine what type of input the field should be, like `Text`, `Email`,
+  `Telephone`, or `URL`.
+- :guilabel:`Label`: give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also
+  control the label position on the form by using the nested :guilabel:`Position` options.
+- :guilabel:`Description`: determine whether or not to add an editable line under the input box to
+  provide additional contextual information related to the field.
+- :guilabel:`Placeholder`: add a sample input value.
+- :guilabel:`Default Value`: add common use case values that most customers would find valuable.
+  For example, this can include prompts of information customers should include to make it easier to
+  solve their issue, such as an account number, or product number.
+- :guilabel:`Required`: determine whether or not to mark a field as required, in order for the form
+  to be submitted. Toggle the switch from gray to blue.
+- :guilabel:`Visibility`: allow for absolute or conditional visibility of the field. Nested options,
+  such as, device visibility, appear when certain options are selected.
+- :guilabel:`Animation`: choose whether or not the field should include animation.
+
+.. image:: receiving_tickets/receiving-tickets-web-form.png
+   :align: center
+   :alt: View of the unpublished website form to submit a ticket for Odoo Helpdesk.
+
+Once the form has been optimized, and is ready for public use, click :guilabel:`Save` to apply the
+changes. Then, publish the form by toggling the :guilabel:`Unpublished` switch to
+:guilabel:`Published` at the top of the page, if necessary.
+
+# Prioritizing tickets
+
+All tickets include a :guilabel:`Priority` field. The highest priority tickets appear at the top of
+the Kanban and list views.
+
+.. image:: receiving_tickets/receiving-tickets-priority.png
+   :alt: View of a team's Kanban view and the prioritized tasks in Odoo Helpdesk.
+
+The priority levels are represented by stars:
+
+- 0 stars = *Low Priority*
+- 1 star = *Medium Priority*
+- 2 stars = *High Priority*
+- 3 stars = *Urgent*
+
+Tickets are set to low priority (0 stars) by default. To change the priority level, select the
+appropriate number of stars on the Kanban card, or on the ticket.
+
+> **warning**:
+>    As priority levels can be used as criteria for assigning :doc:`SLAs <sla>`, changing the priority
+   level of a ticket can alter the :abbr:`SLA (Service Level Agreement)` deadline.
+
+.. seealso::
+   - :doc:`/applications/services/helpdesk/advanced/close_tickets`
+   - :doc:`../../../general/email_communication`
+   - :doc:`/applications/websites/livechat`

package/payload/skills/odoo18-docs/references/docs/applications/services/helpdesk/overview/reports.md

@@ -0,0 +1,178 @@
+---
+title: "Reporting"
+source_url: "https://docs.odoo.sbggai.top/applications/services/helpdesk/overview/reports.html"
+---
+
+=========
+# Reporting
+
+.. |SLA| replace:: :abbr:`SLA (Service Level Agreement)`
+.. |SLAs| replace:: :abbr:`SLAs (Service Level Agreements)`
+
+Reports in Odoo **Helpdesk** provide the opportunity to manage employee workloads, identify areas
+for improvement, and confirm if customer expectations are being met.
+
+# Available reports
+
+Details about the reports available in Odoo **Helpdesk** can be found below. To view the different
+reports, go to :menuselection:`Helpdesk app --> Reporting`, and select one of the following:
+:guilabel:`Tickets Analysis`, :guilabel:`SLA Status Analysis`, or :guilabel:`Customer Ratings`.
+
+## Tickets Analysis
+
+The *Tickets Analysis* report (:menuselection:`Helpdesk app --> Reporting --> Tickets Analysis`)
+provides an overview of every customer support ticket in the database.
+
+This report is useful for identifying where teams are spending the most time, and helps determine if
+there is an uneven workload distribution among the support staff. The default report counts the
+number of tickets per team and groups them by stage.
+
+.. image:: reports/tickets-default.png
+   :alt: View of Ticket Analysis report default view.
+
+Alternative measures can be selected to track where the most time is spent at different points in
+the workflow. To change the measures used for the report that is currently displayed, or to add
+more, click the :guilabel:`Measures` button, and select one or more options from the drop-down menu:
+
+- :guilabel:`Average Hours to Respond`: average number of working hours between a message sent from
+  the customer and the response from the support team. *This does not include messages sent when the
+  ticket was in a folded stage.*
+- :guilabel:`Hours Open`: number of hours between the date the ticket was created and the closed
+  date. If there is no closed date on the ticket, the current date is used. **This measure is not
+  specific to working hours.**
+- :guilabel:`Hours Spent (Timesheets)`: number of *Timesheet* hours logged on a ticket. *This
+  measure is only available if Timesheets are enabled on a team, and the current user has the access
+  rights to view them.*
+- :guilabel:`Hours to First Response`: number of working hours between the date the ticket was
+  received and the date on which the first message was sent. *This does not include email sent
+  automatically when a ticket reaches a stage.*
+- :guilabel:`Rating (1-5)`: number out of five to represent customer feedback (Dissatisfied = 1,
+  Okay/Neutral = 3, Satisfied = 5).
+- :guilabel:`Remaining Hours on SO`: hours remaining on a linked sales order.
+- :guilabel:`Working Hours to Assign`: number of working hours between the date the ticket was
+  created and when it was assigned to a team member.
+- :guilabel:`Working Hours to Close`: number of working hours between the date the ticket was
+  created and the date it was closed.
+- :guilabel:`Working Hours until SLA Deadline`: number of working hours remaining to reach the last
+  |SLA| deadline on a ticket.
+- :guilabel:`Count`: number of tickets in total.
+
+> **note**:
+>    *Working hours* are calculated based on the default working calendar. To view or change the
+   working calendar, go to the :menuselection:`Settings` application and select
+   :menuselection:`Employees --> Company Working Hours`.
+
+## SLA Status Analysis
+
+The *SLA Status Analysis* report (:menuselection:`Helpdesk app --> Reporting --> SLA Status
+Analysis`) :ref:`analyzes the performance <helpdesk/analyze-sla-performance>` of individual SLA
+(Service Level Agreement) policies.
+
+By default, this report is filtered to show the number of |SLAs| failed, in progress, and the number
+that have been successful. The results are grouped by teams.
+
+.. image:: reports/sla-status.png
+   :alt: View of Group by options of Ticket Analysis report.
+
+To change the measures used for the report that is currently displayed, or to add more, click the
+:guilabel:`Measures` button, and select one or more options from the drop-down menu:
+
+- :guilabel:`Average Hours to Respond`: average number of working hours between a message sent from
+  the customer and the response from the support team. *This does not include messages sent when the
+  ticket was in a folded stage.*
+- :guilabel:`Hours Open`: number of hours between the date the ticket was created and the closed
+  date. If there is no closed date on the ticket, the current date is used. **This measure is not
+  specific to working hours.**
+- :guilabel:`Hours Spent (Timesheets)`: number of *Timesheet* hours logged on a ticket. *This
+  measure is only available if Timesheets are enabled on a team, and the current user has the access
+  rights to view them.*
+- :guilabel:`Hours to First Response`: number of working hours between the date the ticket was
+  received and the date on which the first message was sent. *This does not include email sent
+  automatically when a ticket reaches a stage.*
+- :guilabel:`Number of SLA Failed`: number of tickets that have failed at least one |SLA|.
+- :guilabel:`Rating (1-5)`: number value representing customer feedback (Dissatisfied = 1,
+  Okay/Neutral = 3, Satisfied = 5).
+- :guilabel:`Remaining Hours on SO`: hours remaining on a linked sales order.
+- :guilabel:`Working Hours to Assign`: number of working hours between the date the ticket was
+  created and when it was assigned to a team member.
+- :guilabel:`Working Hours to Close`: number of working hours between the date the ticket was
+  created and the date it was closed.
+- :guilabel:`Working Hours to Reach SLA`: number of working hours between the date the ticket was
+  created and the date the |SLA| was satisfied.
+- :guilabel:`Count`: number of tickets in total.
+
+.. seealso::
+   :doc:`Service Level Agreements (SLA) <sla>`
+
+## Customer Ratings
+
+The *Customer Ratings* report (:menuselection:`Helpdesk app--> Reporting --> Customer Ratings`)
+displays an overview of the ratings received on individual support tickets, as well as any
+additional comments submitted with the rating.
+
+.. image:: reports/customer-ratings.png
+   :alt: View of the Kanban display in the Customer Ratings report.
+
+Click on an individual rating to see additional details about the rating submitted by the customer,
+including a link to the original ticket.
+
+.. image:: reports/ratings-details.png
+   :alt: View of the details of an individual customer rating.
+
+> **tip**:
+>    On the rating's details page, tick the :guilabel:`Visible Internally Only` checkbox to hide the
+   rating from public and portal users.
+
+The *Customer Ratings* report is displayed in a Kanban view by default, but can also be displayed in
+graph, list, or pivot view.
+
+.. seealso::
+   :doc:`Ratings <ratings>`
+
+# Use cases
+
+## Assessing performance based on customer priority
+
+The :guilabel:`Tickets Analysis` report can be used to evaluate the time it takes to address
+high-priority tickets compared to standard ones. This helps ensure that high-priority tickets are
+resolved promptly, and identifies any discrepancies in response times based on priority.
+
+First, navigate to :menuselection:`Helpdesk app --> Reporting --> Tickets Analysis`. Click
+:guilabel:`Measures`, then select :guilabel:`Working Hours to Close`. Click into the search bar,
+then under :guilabel:`Group By`, select :guilabel:`Priority`. Finally, under :guilabel:`Filters`,
+select :guilabel:`Closed`.
+
+> **tip**:
+>    The pivot view is also useful for this version of the report.
+
+## Monitoring SLA compliance over time
+
+The :guilabel:`SLA Status Analysis` report can be used to track |SLA| compliance trends to identify
+periods with higher |SLA| breaches. |SLA| breaches happen when support teams fail to meet the
+response or resolution times promised in |SLAs|, leading to dissatisfied customers, potential
+financial penalties, and decreased team morale. Identifying these breaches is crucial for tracking
+real-time performance, uncovering patterns, and addressing root causes—like staffing issues or
+process inefficiencies.
+
+First, navigate to :menuselection:`Helpdesk app --> Reporting --> SLA Status Analysis`. Click the
+:icon:`fa-area-chart` :guilabel:`(Graph)` icon, then the :icon:`fa-line-chart` :guilabel:`(Line
+Chart)` icon.
+
+> **note**:
+>    While the :guilabel:`SLA Status Analysis` report defaults to the pivot view, the line chart view
+   provides a better visual representation for this specific use case.
+
+Click :guilabel:`Measures`, then select :guilabel:`Number of SLAs Failed`. Doing so ensures the data
+on the report shows **only** information for tickets that failed at least one |SLA|. Click into the
+search bar, then under :guilabel:`Group By`, select :guilabel:`SLA Deadline`, and select a time
+frame, either :guilabel:`Month`, :guilabel:`Week`, or :guilabel:`Day`. This option shows when the
+highest number of tickets with |SLAs| are failing, allowing the team to identify patterns, and
+prepare for potential issues.
+
+> **tip**:
+>    The time frame selected for this report may vary depending on a few factors, including the amount
+   of tickets received on a regular basis, the number of |SLAs| enabled in the database, and the
+   workload of the team. It is worth experimenting to see what option delivers the most insights.
+
+.. seealso::
+  :doc:`Odoo essentials reporting <../../../essentials/reporting>`